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Supervisor Resolution Assurance

Job ID 18011430 Date posted 01/11/2019 Primary Location Warsaw-Warsaw-Poland
Description

Job Summary

The Supv Resolution Assurance is responsible for effectively leading a team of Resolution Assurance Delegates supporting the Head of Complaints in maintaining a productive operating work environment by providing shift support, identifying performance gaps, coaching, counseling, and developing Resolution Assurance Delegates. The position is also responsible for ensuring regulatory compliance and maintenance/development of process and procedures. Is the subject matter expert in the area of cases/complaints handling, participating in any projects (internal and external) aimed at constant improvement of customers' experience.

Primary Responsibilities

  • Receives and handles escalated agent and consumer issues.
  • Resolves and investigates potential volatile situations to resolve in a manner that balances customer satisfaction with MGI policies and regulations.
  • Keeps product, regulatory, and compliance knowledge and procedures current, through refresher training, study of knowledge base, as well as handling customer case resolution.
  • Identifies trends and works with internal SME's.
  • Proactively works to identify department inefficiencies, reviews current departmental practices and procedures through partnership with peers and co-workers and recommends improvements.
  • Recommends and implements changes to improve departmental operations through established change control and governance processes; is a key player in development of new departmental practices and policies including the communication and successful implementation of changes.
  • Provides daily/monthly/annual reports to the Business. Creates monthly Q/A metrics for the team and produces ad hoc reports, as required. Performs weekly, monthly, and quarterly meetings with the team.
  • Conducts weekly and monthly meetings with the team. Performs monthly/quarterly/yearly 1-1 meetings.
  • Collaborates with the team on a daily basis.
  • Distributes and monitors workload of the entire department.
  • Assigns regulated and non-regulated alerts to the entire department.
  • Monitors efficiency, quality and accuracy of the entire department and supervised employees.
  • Manages any procedure changes and updates the team on any changes in the process.
  • Introduces any changes to the day to day work.
  • Prepares and announce a monthly schedule for the team.
  • Performs other duties as assigned.

Education

  • College degree

Experience

  • 3+ year' experience in a customer service environment or equivalent relevant experience.

Essential Skills

  • Computer literacy
  • MS Office - advanced in Excel and MS Word
  • Soft skills
  • Team Management
  • Coaching
  • Mentoring
  • Multitasking
  • Spoken and written English - Fluent.
  • Any other language - will be considered as a great asset.

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